ACC moves ahead on changes for improved service

4:30pm Thursday 06 Dec, 2018

File photo.

ACC today confirmed it will move ahead to introduce its new model to manage claims next year, following consultation with employees.

Mike Tully, Chief Operating Officer says: “We’re working with our people to change the way we’re delivering services to improve our customers’ recovery. The way we work and where we do this work will need to change to deliver these benefits.

“The changes will deliver more tailored care to support customers’ individual needs and make it easier for them to access our services – from dedicated one-to-one support through to online self- service tools dependant on each person’s recovery needs.

“What this means in practice is that some services that support customer recovery on a one-to-one basis will be delivered from more locations than they are now. At the same time, we are taking some high-volume work done by teams of people in multiple locations, and moving that work into five regional hubs.

“None of our existing ACC locations will close as part of this approach. Customers that prefer face-to-face engagement will still be able to do that. In fact, we are planning to spend more time in local communities, seeing customers where it suits them best, rather than expecting them to always travel to our offices.

“The next stage of the process we will be to consider how these new ways of working will impact on individual roles for our employees. Changes will be phased in gradually over 2019-2020 to minimise the impact on our people – and our customers.

“We work with two million customers every year, we’ve listened to their feedback and are changing the way we support them to better meet their expectations. This is about delivering better recovery outcomes and significantly improving the customer experience of ACC.

“We recognise that change can be difficult, and our priority is on supporting our people through this change process.”

ACC has branches in 22 locations across New Zealand, and will have five hubs operating from Auckland, Hamilton, Wellington, Christchurch, and Dunedin – where we already have a significant presence.